Job Summary:
Location : Manchester, United Kingdom (Hybrid)
Division : Ticketmaster UK
Line Manager: Senior Planning Manager
Contract Terms: Permanent, 40 hours a week
THE JOB
Reporting to the Senior Planning Manager, this role will be responsible for ensuring the efficient utilisation of operational resources across a multi-channel, contact centre network. This role is responsible for building and maintaining accurate capacity models, analysing workload demand across all channels, and providing actionable insights to ensure the right capacity is available to meet service level and business objectives globally.
The analyst partners with forecasting, and workforce management teams to monitor performance, identify capacity risks, and deliver recommendations that enable data-driven decision-making in a fast-paced environment.
WHAT YOU WILL BE DOING
Determining optimised staffing levels required across all channels within the Contact Centre
Analysing contact and channel volume history by tracking and trending telephony channel metrics, email, chat, to ensure accurate resourcing, and workload identification
Develop and maintain global capacity models for all customer contact channels (voice, chat, email).
Translate demand forecasts into capacity requirements based on productivity, shrinkage, and occupancy assumptions.
Conduct scenario analysis to model the impact of volume fluctuations, new markets, or strategic initiatives.
Assess capacity requirements across multiple time horizons (monthly, quarterly, annual).
Capacity Monitoring & Insights
Continuously monitor actual vs. forecasted capacity performance across regions, lines of business, and channels.
Identify capacity gaps, risk indicators, and utilisation inefficiencies; generate structured analytical insight reports and deliver them to the line manager to support communication with regional and global teams
Provide data-driven insights and recommendations to support service level delivery and operational performance.
Reporting & Stakeholder Communication
Track and report global utilisation metrics, including occupancy, availability, backlog, and shrinkage
Produce and distribute regular capacity reports and dashboards, ensuring global visibility of key metrics.
Partner with Operations, Finance, and Workforce Planning teams to ensure consistent and transparent capacity reporting.
Present findings to leadership, translating complex data into clear insights and business implications.
WHAT YOU NEED TO KNOW
Experience in the use of workforce planning tools
Experience in design and development of dashboards/reports
Experience in preparing and analysing Excel-based workbooks for reporting purposes.
Strong analytical and data analysis skills
Experience in taking complex datasets and statistical analytical techniques to produce actionable outputs.
Able to create capacity plans to clearly identify resource requirements
Experience of using Zendesk (desirable)
YOU (BEHAVIOURAL SKILLS)
A strong collaborative ability to interact, influence and present to operational leaders
Has an inquisitive mind and proactive nature, will think innovatively, creatively and challenge existing processes when reviewing procedures or approaching problems
Makes decisions in a timely manner, considering both the immediate and long-term consequences, applying logic in all instances
Responds with flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change
Business awareness and an agile approach
Organises time effectively and plans for future needs.
Seeks to understand the business environment in which we operate and stays abreast of issues and events that have an impact on the business and industry.
Displays ability to learn, change, and innovate.
Promotes a positive and friendly culture and demonstrates ethical behaviour.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.
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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.
